Responsible for brokering fixed price power in the PJM and MISO, renewable energy products and gas base products; Provided onsite analysis of energy efficiency and recommend energy conservation opportunities; Utilized extensive market and product knowledge for pricing energy derivative products based on market conditions; Acted as liaison between Senior management and new client base to facilitate energy orders ensuring accuracy and speed of execution; Created product packages based on assessment of customers and potential customers needs; Forecasted energy supply and demand to minimize cost of meeting load demands and maximize value of supply resources; Analyzed customer bills and utility rate structures to select optimal rate structures for customers; Provided ongoing customer education regarding product utilization.

Collaborate with internal and external personnel (e.g. airport contractors, property management groups, public agencies etc.) for the purpose of planning, implementing and/or maintaining services and programs. Directs department operations; maintenance of services and the implementation of new programs and/or processes (e.g. major renovations; site repairs/construction, maintenance, acquisition of commercial clients for construction etc) for the purpose of providing services within established time frames and in compliance with related requirements. Monitor budget allocations, expenditures and related financial activities for the purpose of ensuring that allocations are accurate, revenues are recorded and expenses are within budget limits.

Utilize various systems to observe, record, and track results. Analyze customer interactions to identify trends impacting performance. Compile and communicate techniques that have positive or negative effects on performance metrics. Be a subject matter expert on factors that drive a low effort customer experience. Calibrate recommendations with data derived from the voice of the customer. Effectively communicate to leadership within NRG as well as with vendor partners on results of analyses. Asses the impact of processes, policies, and procedures and recommend improvement opportunites. Identify wide-spread skill gaps and make recommendations to leadership about training opportunities.

As Quality Manager I created and developed quality assurance processes to support vendor partner relationships, aligned with regulatory and compliance guidelines for GDF Suez new brand Think Energy. Responsible for holding weekly calibration sessions with Vendors to support call quality. Generate calibration and trend reports and make recommendations to support performance improvement. Conduct customer experience survey's on Channel Sales making scripting, training, and Channel recommendations that improve quality and/or sales. Manage Issues/Action Log for key deliverables.

Responsible for supervising 10 agents in the Merchant Processing account setup of B2B customers within the Costco Portfolio. Analyze customer businesss and financial models to recommend Value added Services that would support business growth and retention. Lead Team Incentive programs to increase employee satisfaction and retention